What is the Pre-Chat Survey Queue Indicator and How is it Used?

The Pre-Chat Survey Queue Indicator gives your organization the ability to include questions in your pre-chat survey that, depending on the answer selected, triggers a corresponding indicator with the conversation when it’s under ‘Waiting in Queue’ and ‘Your conversations’ (found on the main Messaging page). This can be used to aid your volunteers and staff to quickly triage/identify which conversation they should join next based on how the help seeker has answered specific questions set up by your organization.

Your organization may wish to use this feature to indicate any of the following for your conversations:

Needs: Add one or more questions for the help seeker to identify their need or concern (e.g. mental health, finances, relationships, etc.)

Contract Type: Add one or more questions for the help seeker to identify what contract/service they are inquiring about (e.g. mobile crisis intake, tax assistance, health insurance navigators, coordinated access, etc.)

Risk Level: Add one or more questions for the help seeker to answer that can be used to gauge their risk. (e.g. suicide, self-harm, or runaway/homelessness risk)

For example, you may wish to include a question like the one you see highlighted below:

Depending on how the help seeker answers that question, when the conversation appears on your main Messaging page, you’ll see the indicator associated with the answer that your organization setup:

Notice in the screenshot above the text box with some additional information about the help seekers’ concern; this appears when your vols-staff hover their mouse over the indicator and can help them further prioritize which conversation they should join next.

In the example we’ve been looking at, we chose to include just one question that is used to determine which indicator appears for the conversation. But, you have the option to include multiple questions to determine which indicator appears for the conversation. Let’s look at one possible way you could set up multiple questions to use for this feature. For example, you may wish to ask the three questions highlighted below to assess a help seeker’s risk for suicide and create corresponding indicators for High, Medium and Low Risk. Values you assign to each answer will determine the ultimate risk level that appears on the main Messaging page:

The Pre-Chat Survey Queue Indicator feature is included with all Live Chat Messaging subscriptions. If your organization is interested in finding out more about this feature or wants to get started with the setup, sign in to your iCarol system and click here to read the related help article to learn more.